Join Phil Anderson Director at The Forum & Dan Solomon & Liam Anderson of Eleveo, for a discussion on how we rethink the complexity of forecasting and scheduling to create a simplified and trusted plan which is understood by the business. Whether this is your first step into planning, or you are an experienced planning professional this webinar will be of interest. 

 - Understand key principles to forecasting and how to use these effectively
 - Simplified scheduling, providing choice and control for you advisors
 - How all levels in your organisation will benefit from a simpler approach to WFM
 - How to provide meaningful on-the-day insight
 

During challenging times, it is very easy to feel the pressure to ‘make other people feel better’. Unfortunately for all of us we can only control what we feel, not how anyone else feels. 

During this webinar we will explore how to challenge and support your team to:
 - Take responsibility to get their own needs met by raising awareness 
 - Take action to get their needs met to enable self-motivation 
 - Recognise how their needs impact their resilience levels 

Join us for this exciting session featuring Lou Banks, Director and Founder of Rising Vibe. Lou wants you to feel better to do better in business. She’s passionate about helping you get to grips with emotion, tackle thoughts and address feelings. Because when this happens it can have a huge impact on business performance.
 

Rethinking Operations – why NOW is the time to build on your foundations

All customer operations have had to deal with significant challenges in 2020. Whilst as an industry we have responded well to the global situation, many organisations are still making do with inefficient processes, gaps in data and the disruptive consequences for people management.

This will become unsustainable as we move forward into 2021. Join this webinar to discuss and discover:

 - How becoming more proactive now can help create flexibility and success in the future
 - The real, key lessons from 2020 and how can we use this learning to build momentum for 2021 and beyond
 - What new skills are needed to ensure operational management practices engage our employees and empower our leaders

This must attend webinar, will cover best practices across the industry - as well as what to avoid.
 

The switch from bricks & mortar to work-from-home contact centres during the current crisis has posed challenges for IT, HR and Operational Management. But it’s also proven to be hugely beneficial, delivering substantial benefits for organisations and work-life-balance benefits for employees.

In this webinar we examine innovations in Planning and the homeworking operating model - including micro scheduling, peak shaving and split shifts. As well as explaining the meaning of these terms we’ll show how, by applying these innovative techniques to example scenarios, organisations can boost productivity, cut costs and deliver improved work-life-balance.

This module introduces the broader concept of planning for wellbeing and ways to support your colleagues. Understanding these key considerations will help you to create a workforce strategy with wellbeing at the heart. 
 - What is wellbeing and why this is important?
 - The 5-key steps for wellbeing
 - Our responsibility as Planners to ensure we support wellbeing

A chance to practice assessing the predictability of events through a classic exercise from The Forum to help you hone your skills in forecasting ad hoc events.

Before setting targets and goals it is important that these are aligned to strategies that support your organisational goals. In this module;
 - Understand your organisational goals
 - See how to balance your strategies
 - Learn how to align the right metrics and targets to your strategies

Develop your flexibility offering with deeper analysis of your supply and demand, driving a workforce strategy.
 - Understand the scale of volatility
 - Engage your stakeholders with advanced analysis
 - Use this to drive decisions and develop a workforce strategy

Shift reviews deliver many benefits to many areas of the business
 - Performance - Improved customer experience
 - Attrition, Absence - Reduced stress of busy peaks and boredom of quiet times
 - Employee Engagement - Flexibility to meet lifestyles of your teams

Understand the key principles which will drive engagement across your organisation, face the fear of shift patterns and bring a united, collaborative approach to making change possible

Scheduling is much more than creating shifts and therefore the success criteria for shift design is much more than schedule fit. This module will explore the key responsibilities of a scheduler and how a holistic view is required to set measures of success. Learning outcomes include:
 - What does good look like? Understand the importance of scheduling and the key responsibilities, including key characteristics of good and bad schedules.
 - Define your purpose. Understand how schedules support your business strategy and its importance to customer and employee satisfaction
 - Schedule fit & other measures. Introduction to different ways of measuring scheduling fit and how these can be incorporated into a more holistic framework of success measures.